In the world of customer service, it is a common misconception that a high call volume equates to success. After all, this means that plenty of customers are reaching out to your business, isn’t it? While it may have a ring of truth, unfortunately, that’s not the whole story. Call volume is only a starting point and does not necessarily correspond to excellent Key Performance Indicators (KPIs). Let’s delve into more detail.
The Fundamental Flaw
Call volume is an easily measurable and straightforward metric. However, it falls short as a redundant metric that provides no insights into the performance and effectiveness of your customer service. While it signifies the amount of work your team is managing, it doesn’t tell you if they’re doing a good job or not.
The KPI Reality
When we talk about KPIs in customer service, elements like customer satisfaction, first call resolution, and average handle time come to mind. These are measurements providing insights into how efficiently your team is serving customers, and importantly, if these customers are happy. They paint a more comprehensive, accurate picture of your service quality, which call volume fails to do.
Utilizing Call Volume Correctly
Nonetheless, we are by no means disregarding call volume. Instead, we highlight that it must be used in conjunction with other metrics to provide meaningful interpretation. For instance, analyzing call volume alongside first call resolution rate can reveal if your team is successfully resolving issues promptly.
So, is your team fielding a high volume of calls because they are efficient and popular, or because they have to rehandle the same issues over and over? You wouldn’t know this by solely looking at call volume.
Conversely, a lower call volume might be an indicator of improved service, as fewer customers need to voice out problems. Or, it could signify lower customer engagement. Hence, interpreting call volume in isolation is inadequate and misleading.
In a nutshell, while call volume has a role in informing workforce forecasting, shift patterns, and resource allocation, it is unsuitable as a measure of service quality.
Moving Forward
In the current digital era where consumers demand personalized, efficient, and superior service, response to their changing needs necessitates a detailed, comprehensive view of your performance. You need more than just call volume; you need comprehensive KPI tracking.
Some alternative and far more reflective metrics include customer satisfaction rates, Net Promoter Score (NPS), Customer Effort Score (CES), and agent satisfaction levels. Each tells a different aspect of your performance story.
Yet, understanding the need to track comprehensive KPI’s is only the start – charting out a path to do it is another challenge. Where do you begin? Luckily, that’s where we come in.
Your Solution
At Uplink BPO, we understand the intricacies of customer service and KPI tracking. Our expert team takes a deep dive into your organization’s needs, providing personalized, scalable solutions for your customer service needs. Our focus is on enhancing customer loyalty, as well as your top and bottom lines.
From optimizing your service levels to coaching your frontline personnel, we are prepared to partner you on your customer service journey. You can learn more about what we offer here and schedule a complimentary 1-hour consultancy here . Take the first step and contact us here today.
So, the next time you look at your call volume, remember – it’s not about how many calls you get, but what you do with them. It’s not a KPI, but a starting point.
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